Warranty Process

[KL77]

Can someone please explain the logic behind this? 

I have a 3rd Gen Nest thermostat that is no longer charging and disconnected from the Wi-Fi, (seems to be a common issue with them now) still under the one-year warranty. However, when you make a warranty claim on this, the "Rules" are to ship the thermostat to Nest and wait for them to diagnose and verify the faulty product PRIOR to them sending you a replacement? So, let me understand this correctly...we spend a bunch of $ on a thermostat, and you want us to go without A/C or Heat in our business for 2 weeks? This has got to be one of the worst examples of customer service ever. 

[joniepp]

Hmm, that’s not what my experience was. I would call back and ask for a supervisor to help. A few months ago, my 3rd Gen Nest thermostat fell victim to what turned out to be a “known bug” (after I spent hours and hours troubleshooting it). Nest sent me a new one right away, with a return shipping label for my defective one. They took my credit card info in case I didn’t return it, but didn’t charge it. The defective thermostat would no longer connect to WiFi but otherwise worked, so I was never without A/C. I packed the defective one into the box the new replacement came in and sent it back. Very simple. 

[RickMess]

I have the same exact issue that it does not connect to WiFi and have troubleshot it to know it is the thermostat that is faulty. However I cannot find any number to call to start the return process. Everything online requires the unit to still be on the account with connectivity. That went away when the factory reset was done to troubleshoot.  Do you have a number I can get in touch with a live person? I am on the second day of this. Any help would be appreciated. 

[Markjosephp]

Hello RickMess,

I'm sorry to hear that you're facing difficulties with your Nest Thermostat as well. It's understandably sad when a device doesn't connect to WiFi, and it sounds like you've diligently tried troubleshooting the issue.

You can contact us by filling out this form, so you have options to get in touch with our team.

I genuinely hope you find the assistance you need and that your thermostat concerns get resolved swiftly. If there's anything else I can do to help, please let me know.

Best regards,
Mark

[KL77 · Accepted solution]

Straight from the email and rep. 
After you've shipped your return item, you can track it on the carrier's tracking page.

Please note: Once we receive your item, it will take 1-2 days to ship your replacement. Once shipped you will receive a shipping confirmation email with tracking details.

[Markjosephp]

Hello folks,

I'm chiming in to make sure everything is being taken care of.

I appreciate that you shared your experience with how the replacement option worked for you, @joniepp.

Thanks for reaching out, @KL77. I understand that the warranty replacement process can be confusing. Did you check it on our warranty checker? If so, we offer other options that can't be disclosed publicly for the privacy and safety of our users. I'd love to know more about your inquiry about your Nest Thermostat's Wi-Fi connection issue. Can you share with us your support ID number from the representative you have chatted with? This is to check the status and let us know if you have more questions.

Regards,
Mark

[KL77]

Hello Mark, 

No, I went thru the process of speaking with a representative and creating a warranty claim. When I saw the part about being without a thermostat for our business, I asked if there were any other options, as ours still technically worked except for the WiFi and charging. I was told no, that was my only option. This was back in the beginning of October. All I have is 

RMA84677304. If you have another option, I’d love to hear it. 

[Markjosephp]

Hey there,

Thanks for the speedy reply. I reviewed your replacement number, and it appears that it was being processed as per the previous support discussed with you. If you agree with canceling your existing replacement process, we can check for other options available. You can fill out this form so our team can tackle it for you.

Keep me posted.

Best,
Mark

[KL77]

Done. Thanks for reaching out and hopefully getting this resolved. 

[Markjosephp]

Hi KL77,

Perfect! We have received your form. We'll be in touch with you via email to discuss your request. In the meantime, if you have any questions, please don't hesitate to reach out.

Best regards,

Mark

[KL77]

Hello Mark,

Haven’t had any correspondence since

your last message. Thought I’d touch base and make sure you had all my information. 

[Markjosephp]

Hi KL77,

We know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve made a follow-up with our team; I'll get back to you as soon as I have something to share.

Best regards,
Mark

[KL77]

Hello Mark. Just checking in to see where the process is at. The original warranty expires in a few weeks on the Thermostat I’m having issues with. 

[Markjosephp]

Hey KL77,

Thanks for reaching out! I appreciate your proactive approach in checking on the status of the thermostat. I'm currently looking into the process and will ensure that we address the issues before the original warranty expires. I'll keep you updated on the progress.

Best regards,

Mark

[Wyatt00]

I totally get your frustration. It seems counterintuitive to wait for diagnosis when it's a known issue. Going without heating or cooling for two weeks is a significant inconvenience. It's disappointing when warranty processes don't align with real-world needs. Hopefully, they can find a way to expedite the process for you.

[Markjosephp]

Hi everyone,

I know it has been a while, but I wanted to ensure that everything was covered here. 

@KL77, how's it going? Did you hear back from support regarding this thread? Please let me know. 

I understand your input, @Wyatt00. I can assure you that this request is being handled as quickly and efficiently as possible. 

Warm regards,
Mark

[KL77]

Hello Mark. 

I haven’t had any communication regarding a replacement unit or any warranty claim. 

Appreciate you checking in. 

[Markjosephp]

Hi KL77,

Yikes! I'm sorry it took a month, and you still haven't received any updates. I relayed your case directly to the team; please be on the lookout for a response from them. I'll leave this thread open to make sure you'll be getting assistance.

Warm regards,
Mark

[Markjosephp]

Hello there,

I wanted to see if you were still in need of any help. Did you hear back from support regarding this thread? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Best,
Mark

[KL77]

Hello Mark. No communication still. It appears any attempt to get this resolved is of no importance to anyone besides you. I appreciate your diligence in communicating with me but it appears I’ll just have to buy a different brand since there’s no support from “support”. 

[KL77]

Hello Mark,

Just following up. Should I just go

ahead and buy a different brand at this point since I’ve had no communication for months from Nest regarding this? 

[Markjosephp]

Hello KL77,

I completely understand your frustration, and I'm sorry for the lack of communication and support you've experienced with us. I escalated your case to ensure that it gets the attention it deserves. You should receive an email from us about your new replacement thermostat. 

If there's anything specific you would like me to address or if you still need help, please let me know. 

Best regards,
Mark

[KL77]

Hey Mark! 

Yes, I just received an email and requested replacement. Appreciate it!

[Markjosephp]

Hi KL77,

That's a relief! Thanks for the update. It looks like we have come to a solution. So if you have questions or concerns in the future, you know where to find us—we're always here to help!

Warm regards,
Mark